Zicta directs Airtel to act quickly on client complaints
Published On June 19, 2014 » 1793 Views» By Diran Chama » Business, Stories
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THE Zambia Information and Communications Technology Authority (ZICTA) has directed Airtel Networks to promptly resolve the intermittent mobile services affecting subscribers.
ZICTA public relations manager Ngabo Nankonde said in a statement yesterday that the authority was aware of the intermintent services some Airtel customers had been experiencing in the last few days and had engaged Airtel regarding the matter.
According to investigations by ZICTA, about 28,000 Airtel customers were affected and lost their airtime balances amounting to about K900, 000 due to the Airtel system erroneously marking the subscriber numbers as roaming.
By 18:00hrs on Tuesday, Airtel had refunded affected subscribers and given them 30 minutes of free talk-time on net within the network as compensation for the inconvenience caused.
However, as the regulator, Ms Nankonde said ZICTA was still monitoring the situation and is encouraging any subscribers who had been affected by this erroneous deduction and may not have been refunded their talktime, to get in touch with Airtel customer services.
“The authority has also directed Airtel to ensure that its customer services team members attend to callers promptly as a number of subscribers have complained to ZICTA that some of their calls are not being attended to.
Affected subscribers who are dissatisfied with the manner in which their matter has been handled may contact ZICTA on the Toll free line 7070 between 08:00hrs and 17:00hrs during the week or send an email to complaints@zicta.zm,” Ms Nankonde said.

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